The Role

An exciting opportunity has arisen for a Customer Experience Specialist within the a highly reputable automotive financial services company. Reporting to the Retail Operations Manager, the successful candidate will be responsible for the effective handling and investigation of customer complaints, ensuring compliance with internal policies and regulatory standards.

This role plays a key part in promoting customer satisfaction initiatives and achieving optimal customer outcomes, including measuring the Customer Happiness Index. Working collaboratively within the Retail Operations team, this role also involves providing support for core business activities, such as finance contract activation, customer/dealer care, and general administrative tasks.

Key Responsibilities

• Thoroughly investigate and respond to customer complaints received via phone, email, or in writing, in adherence to internal policies, ensuring a high level of service quality.
• Serve as the central point of contact for customer complaints.
• Organize and maintain comprehensive records and responses for all complaints.
• Ensure the efficient handling of complaints in compliance with relevant regulations.
• Log and track all customer complaints, meeting regulatory response timeframes, and reporting any breaches as required.
• Collaborate with various internal departments, including compliance and legal, to investigate individual complaint cases.
• Effectively communicate with customers to reach satisfactory resolutions.
• Identify the root causes of customer complaints and monitor trends in customer issues.
• Regularly update the Retail Operations Manager and Head of Operations on the status of customer complaints.
• Generate KPI reports and analyze complaints data, including root cause analysis.
• Perform general administrative duties as needed for the role.
  
  

Requirements

• Possession of a full qualification as a Financial Advisor (QFA) or being part-qualified (APA) with up-to-date CPD hours (Required).
• Demonstrated experience in a complaint handling role within a regulated environment (required).
• A degree in a Business or Finance related discipline is desirable.
• In-depth knowledge of existing systems and processes.
• A strong commitment to customer satisfaction, demonstrated through excellent communication and interpersonal skills.
• Proficiency in communicating with individuals at all organizational levels.
• Self-motivated and able to work independently.
• Strong organizational and administrative capabilities, with exceptional attention to detail.
• Capable of working efficiently and meeting strict deadlines across various tasks.
• Enthusiastic and maintain a positive outlook.
• Proficient in problem-solving.
• Strong skills in verbal and written communication, as well as numerical competence.
• Fluent in English, both written and spoken.
  
  

Morgan McKinley is acting as an Employment Agency and references to pay rates are indicative.

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